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If you require your organisation to pay for this workshop, please click the Register Only button below and complete the registration form. You will be sent an invoice by our admin team.
Organisations are increasingly having to deal with difficult behaviour, including that of clients, other members of the public, stakeholders, and, at times, colleagues in the workplace. Many staff members may feel unsure or unprepared to manage difficult behaviour. This training will help participants develop their skills and build their confidence.
The training will identify the skills staff need to respond effectively to a range of situations and provide clear, simple, practical guidelines for managing common difficult behaviours while prioritising staff safety, helping participants feel better equipped for their roles.
This 3-hour eWorkshop will cover:
Guidelines for minimising risk to workers
An overview of how to respond to any difficult behaviour with an emphasis on: the importance of empathy, the need to act early to change the behaviour of the other person where it is safe to do so; the need to have a stepped response to managing difficult behaviour to help simplify the decisions workers have to make in the moment; how to communicate with people who are very distressed and/or angry, while ensuring staff safety and well-being.
Presenter David Cherry will give specific, detailed guidelines on how to respond to: aggression (whether face-to-face or over the phone); abusive behaviour; persistent, unreasonable complaints; passive-aggressive behaviour; the person with an exaggerated sense of entitlement; the person who has an indirect style and, difficult conversations with work colleagues, (among many other behaviours) to help staff handle challenging situations with greater skill and confidence.
Participants' questions will be encouraged throughout the training.
There will be a strong focus in the training on using language effectively to influence behaviour positively.
The training will also cover what to include in policies on staff safety and on defusing situations where individuals may be aggressive.
David Cherry will provide detailed notes and an extensive bibliography.
When: Tuesday, 26th May 2026 from 9:30am to 12.30pm. (AEST)
Where: Online eWorkshop delivered via Zoom. You will receive the Zoom details one week prior to the eWorkshop.
Cost: The early bird booking is $220.00 registration (GST included) if registered before 12th May 2026, if registered after the 12th May 2026 then the Full Price is $275.00.
To register: Register and complete payment. A Tax Invoice will be emailed to you. The payment needs to be completed before the workshop occurs, for the registration to be fully confirmed.
Facilitator: David Cherry, a Clinical and Forensic Psychologist with 45 years of experience, will lead the eWorkshop.
David has run training for over 40 years for workers in the welfare, health, education, disability, aged care, and homelessness sectors on a range of topics, including staff safety and defusing situations where individuals are aggressive; supporting people who are acutely emotionally distressed; managing vicarious trauma; professional boundaries; and managing vicarious trauma.
David has a particular interest in how to structure difficult conversations and use language effectively to achieve the best outcome for all parties.